“Becoming a Retailer” Part 3: Control

Self-service has evolved from simply automating check-in to driving revenue throughout the entire passenger journey.  The 2014 NCR Traveler Experience Survey1 found that 4 in 10 US travelers are more likely to purchase ancillary items and amenities on a kiosk or mobile device over an agent.  This preference is even higher in countries like Brazil, China and UAE.


Self-service technology is changing the retail landscape - both landside and airside. Approximately 69% of travelers prefer an airline that lets them shop for ancillary items and amenities like upgrades, wi-fi, bag fees, inflight meals, and duty free goods via self-service.  Also, 70% of consumers would like to be able to make airport purchases, such as parking, meals, souvenirs, reading materials, and spa services on a mobile device or kiosk.


Clearly, consumers want more control over their travel experience.  Self-service is a cornerstone of a retail strategy that drives revenue by empowering travelers with more choices and more control over their purchases.  To create an exceptional passenger experience and drive incremental revenue, airlines and airports need to become better retailers by making it easier for passengers to shop how, when and where they choose.


To learn more about how to turn your self-service merchandising into a money maker, download this free webinar


1The 2014 NCR Traveler Experience Survey is an online survey of approximately 6,000 adult consumers in the U.S., U.K., China, UAE, Australia and Brazil and was conducted in December 2013 by market research firm ORC International.